LATIERRA WATSON
Fairburn,GA
Summary
High-performing Work From Home customer service with solid experience in handling high volume of customer interactions through email, phone and live chat. Demonstrates excellent communication, problem-solving, and multitasking skills in fast-paced environment. Team-oriented and committed to fostering positive customer experiences.
Overview
7
7
years of professional experience
Work History
Telecommuting
Carmichael Group
02.2021 - 09.2024
- Answered inbound & outbound customer queries according to internal policies, meeting concerns and resolving questions.
- Maintained functional and productive workspaces, prioritizing quiet atmospheres for call quality and clarity.
- Communicated with drivers and personnel to coordinate timely delivery of goods and materials.
- Ensured timely resolution of customer issues by closely monitoring dispatched calls and following up as needed.
- Ensured timely resolution of customer issues by closely monitoring dispatched calls and following up as needed.
Fraud Prevention Specialist
BBVA
04.2018 - 09.2022
- Monitored real-time transactions to identify fraudulent activities, preventing potential financial loss.
- Analyzed trends and patterns to detect anomalies in account behavior, card usage, and online activities.
- Investigated alerts, disputes, and escalated cases by gathering evidence and documenting findings.
- Ensured compliance with AML (Anti-Money Laundering) and KYC (Know Your Customer) regulations.
- Utilized fraud detection software (e.g., SAS, or FICO) to screen activities and mitigate risks.
- Generated reports and tracked customer service metrics on daily basis.
Title Clerk
America Car Center
02.2018 - 04.2020
- Conducted thorough title searches to identify liens, encumbrances, and ownership issues.
- Ensured compliance with local, state, and federal regulations, including RESPA and ALTA guidelines.
- Resolved title issues by gathering required documents, such as payoffs, releases, and affidavits.
- Analyzed large amounts of data to find patterns of fraud and anomalies.
Education
GED -
Jefferson State Community College
Birmingham, AL07.2013
Skills
- Handled a high volume of inbound and outbound calls across multi-line phone systems, ensuring timely and accurate responses
- Typing 40 WPM
- Data Operations
- Fraud detection software: SAS, Actimize, ThreatMetrix, FICO Falcon, or equivalent
- Data Review and Verification
- Call Volume and Quality Metrics
Timeline
Telecommuting
Carmichael Group
02.2021 - 09.2024
Fraud Prevention Specialist
BBVA
04.2018 - 09.2022
Title Clerk
America Car Center
02.2018 - 04.2020
GED -
Jefferson State Community College
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